Our client is looking for an IT Resilience Manage.
The IT Resilience Manager ensures continuity of business operations through effective Major Incident Coordination, Problem Management, and Disaster Recovery Planning (DRP). This role is pivotal in managing critical IT incidents, improving problem resolution processes, and preparing for potential disasters.
Key Responsibilities
1. Major Incident Coordinator
- Incident Management
- Handle ~10 major incidents/year impacting critical services.
- Trigger and manage the Major Incident Process.
- Establish and lead taskforces for investigation and resolution.
- Ensure rapid service restoration and structural fixes.
- Communication
- Communicate promptly and regularly with users and stakeholders.
- Use agreed channels for incident updates.
- Change Management
- Act as Change Owner: manage CRs, CAB validation, and deployment.
- Documentation & Analysis
- Document incidents in ITSM tools.
- Lead post-incident analysis and root cause investigations.
- Produce post-incident reports and performance KPIs.
2. Problem Manager
- Process Management
- Design, implement, and improve Problem Management processes (based on MSF-ITIL 4).
- Ensure consistent application across the organization.
- Governance & Compliance
- Monitor KPIs and SLAs.
- Support audits and maintain governance standards.
- Collaboration & Training
- Work with Process Owners, Team Leads, and technical teams.
- Provide training and awareness sessions.
- Continuous Improvement
- Maintain documentation and workflows.
- Contribute to Incident and Change Management practices.
3. Disaster Recovery Plan (DRP) Manager
- Planning & Implementation
- Develop and maintain DRPs.
- Conduct risk assessments and identify threats.
- Ensure regular backups of critical data/applications.
- Coordination
- Collaborate with departments for business continuity.
- Establish emergency response procedures and communication protocols.
- Testing & Training
- Perform periodic DRP testing.
- Train employees on DRP roles and procedures.
- Vendor Management
- Manage relationships with DRP service providers.
- Reporting
- Provide updates and reports to senior management
Experience & Education Requirements
- Bachelor’s or Master’s in IT, Information Systems, or related field.
- Experience in IT operations with a focus on incident and resilience management.
- Training in risk assessment, crisis management, and emergency response.
Essential Skills
- Experience
- 5–10 years in large technical/operational IT environments.
- Prior experience as IT Incident Manager is a plus.
- Technical Knowledge
- IT infrastructure, security protocols, backup/recovery.
- ITIL v3/v4 (Foundation or MSF certification preferred).
- ITSM tools (e.g., Omnitracker, ServiceNow, Remedy).
- Soft Skills
- Strong analytical, troubleshooting, and organizational skills.
- Excellent communication, leadership, and stress management.
- Ability to prioritize, make quick decisions, and work independently.
- Cross-functional collaboration and influence without authority.
- Languages
- Fluent in French or Dutch, with working knowledge of the other.
- Professional English proficiency (written and spoken).
- Mindset
- Business and result-oriented.
- Resilient under pressure.
- Structured, disciplined, and improvement-focused.
Job Context
- Reports to: Unit Manager of IT Service Management, Transition, and ERP.
- Availability: Must be able to lead incident resolution efforts outside business hours in case of severe issues.
